Southwest Airlines (SWA), a US airline, determined that the secret to customer satisfaction was employee relations, in that well-treated employees translated to well-treated customers. After 9/11, every employee received a set of expectations that included aspects of the "Warrior Spirit" (be courageous, display a sense of urgency), "Servant’s Heart" (follow the Golden Rule, put others…

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9.7.1 Encourage employee involvement and feedback

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